Quản Lý Cửa Hàng (store manager)

WHO WE ARE:
At The Cocoa Project, our mission is to cultivate a chocolate culture in Vietnam. We aspire to establish a space where we can weave and share captivating narratives surrounding chocolate. Our brand offers a diverse array of chocolate products in a unique F&B store, where innovation, disruption, and creativity form the core elements driving our company's growth under a genuinely sustainable business model.
JOB DESCRIPTION:
TEAM LEADERSHIP:
Motivate and inspire the team to achieve sales targets and deliver outstanding customer service;
Conduct regular performance evaluations and provide constructive feedback;
Work closely with the line manager to identify and resolve performance issues/ opportunities of the team members as they arise;
Manage with integrity, honesty and knowledge. Communicate clearly, concisely, and accurately to ensure effective store operations;
Promote the culture, values, and mission and act as a positive example;
Act as a communications champion of the company towards the store team, ensuring the company vision, mission, values and rationales are accurately and truthfully delivered to all team members (e.g., new directives, policies, procedures changes);
Foster a positive and collaborative work environment.
STORE MANAGEMENT:
Oversee daily store operations, including opening and closing procedures;
Master and provide the instruction of operating procedures and company regulations, ensuring proper implementation of working procedures at the store;
Responsible for store operations and shift arrangements by planning and delegating appropriate responsibilities and practices to team members to ensure smooth flow of store operations;
Managing store's equipment, property and store maintenance;
Receive and deploy information from the line Manager about company regulation, new policies, and promotional programs to promote the store's image and better reach potential customers;
Resolve any problems that arise at the store not only internal issues but also customer complaints with positive mind set;
Collaborate with back-office and HR for recruitment, onboarding, motivation, performance evaluation, strong team relations/ team spirit, talent development, talent retention, succession planning, leadership development inside the store team
Monitor and manage store staffing levels to ensure store operational requirements
Develop, implement, follow, update and improve standards (SOPs)
Ensure and improve quality of product and services
Assist and implement menu launches working closely with Product team
Develop and implement service level & customer journey
Plan and delegate appropriate responsibilities and practices to team members to ensure smooth flow of store operations
Monitor inventory levels and place orders as at when due, ensure stock availability and manage waste
Ensure operation setup and service for outside events (outside sales, fairs, catering)
Serve in any capacity within the operations as needed due to associate absence and perform related duties and assignments as required
Other tasks: as line manager's request
CUSTOMER SERVICE:
Act as a brand ambassador and manage The Cocoa Project's brand image towards our customers;
Ensure that customer service standards are met;
Handle customer inquiries, feedback, and concerns promptly and professionally;
In charge of customer's order message with Store Assistant such as: Food Apps, FB, Instagram, Tiktok, ...
Collaborate with Sales to process customers' orders/ requests;
Train staff to provide product knowledge and create a welcoming atmosphere to customers.
QUALITY CONTROL:
Uphold quality standards for company's products;
Ensure adherence to health and safety regulations;
Monitor product freshness and presentation;
Ensure delivery the high product quality to customers.
STORE PERFORMANCE:
Store performance optimal headcount, shift control, rostering;
Ensure standardized quality and performance monitoring including definition, processes, measures, tools, KPIs and review;
Review store team performance and provide training to help improve their performance, when necessary Provides coaching, deliver training and direction to the store team to achieve store operation goals
Track and push performance vs budget;
Manage the store budget, track expenses, and report on financial performance;
Implement cost-effective measures to improve operational efficiency;
Responsible for store revenue and cost control, creating and maintaining profitable growth for the store. Correctly implement the indicators according to the company's requirements;
Generate daily, weekly, monthly, and annual report to the line manager.
COMMUNITY ENGAGEMENT:
Build and maintain positive relationships with the local community;
Local relationships and store environment: government, neighbors...;
Explore opportunities for collaborations or sponsorships within the community.